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Exploring Customer Relationship Research in Family Businesses: A Scoping Review and Future Insights

Author

Listed:
  • Chifae El Hail

    (UCD - Université Chouaib Doukkali)

  • Mustapha El Koraichi

    (UCD - Université Chouaib Doukkali)

Abstract

This paper aims to demonstrate the relevance of customer relationship research in the context of family businesses, to structure existing literature, and to identify promising areas for further research. By conducting a scoping review of relevant peer-reviewed journal articles published from 2005 to 2021 and adhering to the Prisma protocol for enhanced transparency and quality, this paper underscores the pivotal role of customer relationship management in the success of family businesses, emphasizing a tendency towards conservative and traditional approaches. The owner-manager involvement, especially in strategies for managing customer relationships in both B to C and B to B sectors. Also, The imperative for deliberate relationship strategies during successions is emphasized. loyalty, and overall performance, highlights the necessity for empirical studies to gain nuanced insights. Additionally, consumer behavior towards family businesses, shaped by the communication of familial identity, underscores the need for further research on diverse communication approaches. Lastly, acknowledging the positive impact of corporate social responsibility practices on loyalty and reputation in family businesses underscores the call for regulations across countries.

Suggested Citation

  • Chifae El Hail & Mustapha El Koraichi, 2024. "Exploring Customer Relationship Research in Family Businesses: A Scoping Review and Future Insights," Post-Print hal-05085390, HAL.
    • Handle: RePEc:hal:journl:hal-05085390
    DOI: 10.54536/ajebi.v3i2.3292
    Note: View the original document on HAL open archive server: https://hal.science/hal-05085390v1
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    File URL: https://hal.science/hal-05085390v1/document
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    References listed on IDEAS

    as
    1. Carlos Benavides-Velasco & Cristina Quintana-García & Vanesa Guzmán-Parra, 2013. "Trends in family business research," Small Business Economics, Springer, vol. 40(1), pages 41-57, January.
    2. Alessandro Liberati & Douglas G Altman & Jennifer Tetzlaff & Cynthia Mulrow & Peter C Gøtzsche & John P A Ioannidis & Mike Clarke & P J Devereaux & Jos Kleijnen & David Moher, 2009. "The PRISMA Statement for Reporting Systematic Reviews and Meta-Analyses of Studies That Evaluate Health Care Interventions: Explanation and Elaboration," PLOS Medicine, Public Library of Science, vol. 6(7), pages 1-28, July.
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    Cited by:

    1. Chifae El Hail & Mustapha El Koraichi, 2024. "A scoping review of Moroccan research on family businesses: Current status and future insights [Etat et perspectives de la recherche marocaine sur les entreprises familiales : Une revue de portée]," Post-Print hal-05267395, HAL.

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